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Dissertations / Theses on the topic 'Consumer quality'
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1
Robertson, Katina. "Ensuring Quality Consumer Service Encounters." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10827921.
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Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert’s behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas’ modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers’ profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.
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Robertson, KATINA. "Ensuring Quality Consumer Service Encounters." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5411.
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Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas' modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers' profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.
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Malkewitz, Keven. "The effect of representational fidelity and product design quality on attitude toward the product and product recognition /." view abstract or download file of text, 2000. http://wwwlib.umi.com/cr/uoregon/fullcit?p9987237.
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Thesis (Ph. D.)--University of Oregon, 2000.Typescript. Includes vita and abstract. Includes bibliographical references (leaves 167-178). Also available for download via the World Wide Web; free to University of Oregon users.
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Hossain, Mohammad Younus, and Mahadi Hossain. "E-Service Quality and Consumer Loyalty : A study on Consumer Electronic Retail Industry." Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet (USBE), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-54656.
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This paper investigated the relationship between e-service quality and consumer loyalty in the context of consumer electronic retail industry in Sweden. E-service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any business regardless of the industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security. We adopted a quantitative approach for this study and our survey took place in the area of Umea University. We reached a total of 200 respondents who are used to with purchasing electronic products online. After collecting the data we analyzed it with the help of statistical tools and then interpreted the results in connection to our theoretical framework. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of consumers in electronics retail industry. We found out that the consumers give the highest priority to the organization of website contents and security of transaction. If the company present the e-retailing website convincingly and ensure safety of transaction, the consumers are more likely to show loyalty towards that company. We also found that reliability is less important than the three other factors according to multiple regressions analysis result; though all the four factors found to be significant according to simple regression. This study fulfills the lack of industry-specific study on the relationship between e-service quality and loyalty for consumer electronic goods industry. However, the study suggests a number of future research possibilities including reassessment of the e-service quality dimensions, measurement of the impact of social media on the relationship between e-service quality and consumer loyalty and so on.
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CHARTERS, Stephen, and s. charters@ecu edu au. "Perceptions of wine quality." Edith Cowan University. Business And Public Management: School Of Marketing, Tourism And Leisure, 2003. http://adt.ecu.edu.au/adt-public/adt-ECU2006.0004.html.
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The term `quality' is regularly used by those who produce, promote and consume wine. However, the nature and features of wine quality are rarely explained. This study was designed to explore what drinkers consider to be the nature of wine quality and what they believe its features to be. Focus groups and individual and small group interviews were used to explore the conceptualisation and dimensions of wine quality, how that quality is assessed, and what its relevance may be. There were 105 informants, sourced from three states across Australia primarily by utilising friends and acquaintances of the researcher. Informants included consumers with a wide background of consumption practices and involvement levels, and also producers and those involved generally in the marketing, selling and promotion of wine. The study viewed wine as an aesthetic or quasi-aesthetic object and therefore also investigated drinkers' more general perceptions of the links between wine and other aesthetic products, placing the understanding of quality within that context.
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Hemmerick, Barbara Jean. "CONSUMERS' PERCEPTIONS OF QUALITY OF APPAREL AT FASHION STORES." Thesis, The University of Arizona, 1985. http://hdl.handle.net/10150/275383.
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Бондаренко, Світлана Михайлівна, and Тетяна Ігорівна Марчук. "Використання інструментів менеджменту якості у практичній діяльності підприємств." Thesis, Видавничий дім "Гельветика", 2019. https://er.knutd.edu.ua/handle/123456789/15046.
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Використання методу QFD на підприємствах дає змогу формалізувати процедуру визначення основних споживчих показників продукту, який планується до виробництва, з врахуванням очікувань споживачів. Він допомагає приймати обґрунтовані управлінські рішення у процесі створення нового продукту. Використання цього методу на етапах проектування та планування дає змогу зменшити або взагалі уникнути коригувань параметрів продукції на подальших етапах життєвого циклу, що призводить до мінімізації збитків і втрат.
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Kelly, Aidan, and Inga Köpsell. "A Discussion of Globalization Theories - Through International Consumer Perceptions." Thesis, Högskolan Dalarna, Företagsekonomi, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:du-4762.
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Globalization has developed more and more within the business world as well as private life during the last decades. Globalization has influenced the way companies are conducting business and their approach towards the consumers which can have an influence on their way of purchasing. Consumers nowadays have more than ever the possibility to get involved and gather experiences from abroad, as well as companies are taking advantage of this globalization. Within this thesis the following question will be discussed: Do consumers see the value companies try to create for them with an identical offer the same way in different markets? This idea is based on Theodore Levitt’s theory of globalization which comprises standardization of an offer since consumer needs are homogenizing globally. Douglas & Wind instead state that segmentation with adaptations is necessary to fulfill all consumer needs. Within this elaboration the question whether standardization is accepted and liked by the consumers is discussed and analyzed by including an empirical research. This research is based on Zeithaml’s model of the Perceived Quality Components, which was the fundamental base behind formulating the survey questions. These were submitted in Germany, the Republic of Ireland and Sweden to be able to discuss and visualize how the consumers of these different markets perceive different aspects of a company’s offer. One particular company, which is seen as doing business globally, was chosen as a test object. Based on the test object Lidl - which consumers were questioned about in the survey - it was possible to conduct a comparison of consumers’ general expectations against components of Lidl’s offer such as price, weekly specials, product range, etc. where differences and similarities between the three countries of Lidl’s fulfillment of these expectations were achieved. They were analyzed to discover to which extent globalization is present. Resulting from the comparison it was concluded that nowadays segmentation is important but developing with time globalization seems to increase in significance. Recommendations for further research about topics which were omitted due to limited resources are presented.
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Schembri, Sharon T. "Consumer understanding of professional service quality : a phenomenographic approach /." [St. Lucia, Qld.], 2005. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe18920.pdf.
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Reed, Zandra Elizabeth. "Sensory quality and consumer acceptance of chilled ready meals." Thesis, University of Ulster, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.370021.
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Kennedy, Orla. "Consumer choice, vitamin E supplementation and chicken meat quality." Thesis, University of Ulster, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.398991.
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Shen, Jian. "Essays on Nonlinear Pricing, Quality Investment, and Consumer Search." The Ohio State University, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=osu1397250097.
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Tabassum, Sinin, and Md Soud Al Fahad. "Impact of product involvement and consumer expertise on online consumer review for consumer purchase intention." Thesis, Högskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-42327.
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Purpose: To investigate the effects of online reviews on consumer purchase intention considering the moderating role of product involvement and consumer expertise. Methodology: To reach our goal in this paper, we conduct a descriptive study in a deductive way. This is quantitative research in which the relationship between online reviews and consumer buying behavior will be tested. The research strategy of the study is an online survey. The sample size is 200 respondents considering confidence level 95% and confidence interval 7. Data editor IBM SPSS is used to performing the data analysis. Findings: High-low product involvement and high-low consumer expertise have an impact on the factor of online review (quality, quantity, and credibility) significantly and it affects the purchase intention of the consumer. The study created a conceptual model, which is adapted from the ELM model that considers expertise, involvement, perceived quality, quantity credibility of online consumer review and intent to purchase. This study found that the effect of review type (quality) on the intention of purchase was stronger for both experts and novice and both high-low involvement products. Depending on the level of involvement, the quantity of review on purchase intention increases but the quantity of review on the intention to purchase did not differ under both low involvement & high expertise. Again, individuals rely on source credibility when product involvement is low. But the credibility of the review did not differ on the purchase of intention under low involvement and low expertise situation. Research implications: This study applies the ELM model to measure the cognitive factor (review factor) and motivation factor (involvement and expertise) together. This study shows consumers with different levels of involvement and expertise prefer different levels of online review factors. The marketer could classify online review information into different category lines like the attribute-based review, benefit-based review, etc. and based on the analysis, the marketer can make a different plan for a different level of consumer (expert and involved consumer). Keywords: Quality, quantity, and credibility of review, Product involvement, consumer expertise, elaboration likelihood model (ELM Model).
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Southard, Robyn Nicole. "Employee engagement and service quality." Pullman, Wash. : Washington State University, 2010. http://www.dissertations.wsu.edu/Thesis/Spring2010/R_Southard_042010.pdf.
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Thesis (Master of Public Affairs)--Washington State University, May 2010.Title from PDF title page (viewed on July 13, 2010). "Department of Political Science." Includes bibliographical references (p. 28-31).
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Guggenbühl, Gasser Barbara Elisabeth. "Sensory and non-sensory assessment of consumer quality of apples /." Zürich : ETH, 2006. http://e-collection.ethbib.ethz.ch/show?type=diss&nr=17014.
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Burnett, Margaret J. "Enhanced food traceability: promoting food safety, quality and consumer choice." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B31245146.
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Purdy, Joanna Mary Alexandra. "Sensory quality and consumer acceptance of reduced salt ready meals." Thesis, Ulster University, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.252430.
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Мареха, Ірина Сергіївна, Ирина Сергеевна Мареха, and Iryna Serhiivna Marekha. "The economic approach to valuation consumer value of environmental quality." Thesis, Видавництво СумДУ, 2008. http://essuir.sumdu.edu.ua/handle/123456789/8286.
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These methods form a battery of useful economic approaches for estimation consumer values of environmental quality. All of the methods deserve continuing scientific scrutiny, have room for improvement, and should be employed cautiously and with a critical eye.
When you are citing the document, use the following link http://essuir.sumdu.edu.ua/handle/123456789/8286
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Imrie, Brian C., and n/a. "Culture�s influence upon service quality evaluation : a Taiwan perspective." University of Otago. Department of Marketing, 2009. http://adt.otago.ac.nz./public/adt-NZDU20090506.154534.
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In order to successfully implement service internationalisation, a detailed knowledge of the target foreign culture is required (e.g., beliefs, values, lifestyles, symbols, psycholinguistics, and attitudes). This information may be used to manage the alignment of service offerings with local tastes, and create perceptual stimuli to foster trust and encourage consumption (Fugate 1996). Credible tools are therefore required to provide the market intelligence required to understand the cultural context and inform adaptation to local preferences. Service quality modelling and measurement perform such a role in reporting customer perceptions of the effectiveness of service marketing effort. However consideration of culture�s influence upon service quality evaluation has hitherto received only periphery attention within the literature. While numerous researchers have examined the role that values play as an antecedent of the service quality construct (e.g., Donthu and Yoo 1998; Furrer et al. 2000; Mattila 1999; Winsted 1997) there are no published studies adopting a more comprehensive view of culture�s role.
The widespread adoption of values as a proxy for understanding culture�s influence upon the service quality construct appears flawed as there is no theoretical justification to isolate values from the rest of the cultural field (Bourdieu 1990; Radcliffe-Brown 1949). Values alone, such as Hofstede (1984a) and Schwartz and Bilsky�s (1987) schemas, cannot fully explain how individual consumers reconcile their individual preferences with broader cultural influences (e.g., institutions, beliefs, regulations, and artefacts). In this study Bourdieu�s (1986) structuralist perspective of culture is utilised as a framework to explore how culture influences service quality. In this perspective the social world is viewed as being comprised of rules and systems that guide/inform an individual�s behaviour. Values are only one element of this social system.
In this study a case approach is adopted to map the role of culture in constructing service quality preferences. While the breadth of the research agenda means there is a large population of possible cases, Taiwan is selected as the case boundary principally due its logistical accessibility. Case selection in this study can therefore be classified as a convenience sample. However, to facilitate intensive study (Stake 2005) complexity is added to the case design through purposeful sampling (Patton 1990). In addition to seeking the perspectives of local Taiwanese outside perspectives are sought from expatriate New Zealanders and Taiwanese who have lived in New Zealand. Through purposive triangulation (Patton 1990) of both the sample underpinning the case and an interpretive multi-discipline analysis the researcher constructs a model of culture�s influence upon service quality evaluation within this case boundary. No evidence is found within either the primary data or critical literature review that Taiwanese culture has any impact upon the evaluation of service quality at the primary dimensional level (i.e., �Process/Outcome Quality�, and the �Personal Interaction Quality�). Indeed apriori modelling of the construct has similarly modelled how consumers separately evaluate interpersonal aspects from other key evaluative criteria (e.g., Dabholkar et al. 1996; Gronroos 1984). This level of the dimensional hierarchy is therefore tentatively determined to be etic (Pike 1967), subject to further cross-cultural studies. A moderate level of cultural influence was however noted amongst the second-order dimensions. Finally, the third and subsequent level indicators were widely found to display extensive cultural influence and require significant adaptation efforts for local cultural preferences.
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Heung, Che-shing Vincent. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2108015X.
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Finneran, Lisa. "Advertising, quality and social learning." Thesis, University of Oxford, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.342858.
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Szeto, Ping-hang. "Measurement in service quality of Hongkong Telecom in municipal halls." Click to view the E-thesis via HKUTO, 1997. http://sunzi.lib.hku.hk/hkuto/record/B42574626.
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Kim, Young Chan. "Quality choice games in durable goods industries." Diss., The University of Arizona, 1992. http://hdl.handle.net/10150/185947.
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This dissertation is concerned with strategic decision processes in markets where products are both durable and differentiated in quality. Thus, a commodity is differentiated in a two dimensional space (a) its consumption time location, and (b) its quality characteristics. Consumers "self-select" a product among various differentiated products. There exists a one-to-one correspondence between a consumer group and a product with a certain quality in a certain period. A monopolist seller, a monopolist lessor, and a sequential entry duopoly seller market are studied in the framework of a two-period, two-quality model. When product diversification is feasible, the monopoly power of the seller is greatly increased. A seller adopts strategic quality introduction sequence so that the amount of competition from the second-hand market is endogenously selected by the seller. Hence, a seller is able to discriminate among consumers in both intertemporal and contemporaneous fashion. Equilibria are sensitive to the speed of technological advancement. If technology develops slowly, a seller adopts a strategic quality introduction sequence such that it introduces high quality first and low quality later, so that the creation of second-hand market is eliminated. When technology advancement is significant over time, a seller introduces low quality first and high quality later, so that a group of consumers will update the quality of the product they consume over time.
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Saleh, Katayoun. "An experimental investigation of the effects of perceived co-consumer age on younger consumers' expectations of service quality." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape2/PQDD_0016/MQ47813.pdf.
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Van, der Merwe Samatha Michelle. "The impact of electronic service quality dimension on customer satisfaction." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1367.
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Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
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Escamilla-Santana, Clara. "A method to develop sensory quality standards to maximise consumer acceptance." Thesis, University of Reading, 1994. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.385215.
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Klaus, Philipp. "A systematic review of measurements of service quality and consumer experience." Thesis, Cranfield University, 2007. http://hdl.handle.net/1826/2042.
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The challenge of predicting consumer behaviour is widely considered by the literature as a
rather daunting, but worthwhile task. Which manager or academic would not be interested in
using or developing a framework enabling one to predict future behaviour better than existing
measurements? Refering to the old saying, stating that ‘only what gets measured, gets managed’,
indicating what the literature addresses as a need to track the influence of change through
measurements. In order to address my research question and explore the proposition ‘Can a
measurement of service quality based on consumer experience be a better predictor of consumer
behaviour?’ this paper examines the existing literature in two fields of literature. On the one
hand I will be investigating studies in the context of existing measurements of service quality to
assess the first part of my research question to determine the ‘status quo’, application and
characteristics of the literature on measurements of service quality. On the other hand the paper
will select, appraise, and synthesize the relevant literature on consumer behaviour to address the
second part of the research question, if, and if yes, how the phenomenon of consumer experience
could be the foundation for a measurement of service quality capable of predicting consumer
behaviour better than existing measurements of service quality.
By systematically reviewing the existing literature I am aiming on contributing to the literature
addressing the challenges of predicting consumer behaviour.
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Khalil, Hibah. "The Role of the Quality of a Website in Consumer Perception." UNF Digital Commons, 2017. http://digitalcommons.unf.edu/etd/748.
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The wide spread of the Internet has allowed businesses to present information, sell products, and provide relevant services through websites. Many researchers argue that websites are an imperative channel for communication and online shopping. However, businesses struggle to retain customers due to low switching cost and lack of face-to-face communication. Customers who do not appreciate the user interface and information presented in the website may choose a competitor’s site to achieve their goals. Therefore, e-loyalty, which is about attracting and retaining customers in an online environment, is crucial to remaining a successful business.
In the context of e-loyalty, the website serves as a gateway to access loyal customers. Many studies have found that website quality affects customer’s perceived risk. Perceived risk is the extent to which a customer believes there is a potential for an uncertain or negative outcome with an online transaction. Several studies have found an inverse relationship between perceived risk and purchase intention, which is the likelihood that a customer will purchase from the website. Studies have also shown that an increase in purchase intentions positively affects e-loyalty.
In this thesis, the effect of perceived risk on purchase intentions is studied. Purchase intentions can be further categorized as initial or continued purchase intention. Initial purchase intention refers to the likelihood that a customer will purchase from the website for the first time. Continued purchase intention refers to the likelihood that a customer will return to the website to purchase again in the future. Although purchase intentions have been recognized as a major factor affected by website quality and subsequently impacting e-loyalty, few studies have examined how initial purchase intention affects continued purchase intention.
To fill the aforementioned research gaps, the purpose of this study is to examine whether: a) perceived risk moderates the relationships between website quality and initial/continued purchase intention, and b) perception of initial purchase intention influences continued purchase intention in an online context. Survey methodology was used to investigate the relationships between the above factors. The study population was a sample set of University of North Florida students. Multiple regression technique was employed for analyzing data collected from a questionnaire. This research contributes to the understanding of the moderator that could impact website quality in the business environment. Such an understanding would allow researchers to explore a wide range of variables that could affect the relationship between website quality and purchase intention to increase customer retentions.
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Mabhera, Sunungukai. "Consumer perceptions and values on beef quality: implications on beef markets." Thesis, University of Fort Hare, 2015. http://hdl.handle.net/10353/d1020173.
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Beef constitutes an important part of many consumers’ diets. Beef is the most consumed red meat in South Africa. Consumer perceptions can affect the whole supply or value chain of beef. Recently there has been increased interest in food safety; greater concern for environmental and animal welfare issues, increased importance of eating quality and healthy food as well as the greater role of food services. The demand for beef is no longer limited to economic factors alone but to non-economic factors as well. Consumers of beef in Alice have become more concerned about meat-borne risks and personal health. This research prioritized the exploration of the beef consumers’ (i) self-perception (ii) price perception (iii) benefit perception [in the form of – (a) value perception and (b) quality perception]. The study was conducted in the Eastern Cape Province specifically in Alice town and the surrounding rural areas (Ntselamanzi, Gaga, Hillcrest, Gqumashe, and Dyamala) of the Nkonkobe municipality. Anyone who admitted to eating beef and at the point of data collection bought beef for their own consumption or family consumption was deemed as a unit of analysis. Non – probabilistic sampling techniques which included accidental and random sampling were used to collect data from 100 interviewees. A semi structured questionnaire was used to analyse the perceptions and attitudes of beef consumers. The respondents were asked to indicate their agreement or disagreement with 47 statements or items presented on either five alternatives in a Likert scale scored from 1 (strongly disagree) to 5 (strongly agree) or a six Likert scale ranging from 1 (very low) through 5 (very high) to 6 (I do not know).The data was analysed using SPSS. It was discovered that beef consumers did not consider either intrinsic or extrinsic cues in isolation when purchasing beef but rather all characteristics contribute to the final perception. The Alice consumer market is heterogeneous and consists of different races with different cultures and market segments with varying needs and preferences. The results showed that five factors were extracted from forty seven items Factor 1: Information reliance and quality indication; Factor 2: convenience; Factor 3: Traceability and animal Welfare; Factor 4: Health and safety Conscious and Factor 5: Price and Branding. Furthermore, four main consumer segments emerged as - Segment 1: Informed buyers; Segment 2: Elite buyers; Segment 3: Health & safety conscious buyers and Segment 4: Apathetic buyers. The cluster analysis shows that quality is a subjective concept that is informed by a consumer’s personal taste and preferences. Taste and preferences inform the consumer’s effective demand which in retrospect is informed by the consumer’s socioeconomic status.
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Adam, Shaneen. "Youth perception of service quality of large food retailers in the Cape Metropolis." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2654.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017.Retailers (including food retailers) are facing challenging times due to the dynamic business environment. Increasing competition, uncertain economic environment. The sophistication of consumers has prompted retailers to improve not only their product offering but service quality too. Some food retailers, however, have gained a reputation for poor service quality. On the other hand, those food retailers providing high levels of service quality, warrant customer satisfaction and customer loyalty, and minimise customer defection, ultimately affecting positive profitability. The youth is a significant market to target for any retailer. Retailers that can attract and muster support from the youth can build long term relationships that result in strong customer loyalty. For this study, second and third year retail students enrolled at a university of technology were deemed as the target population following the rationale that these students would be familiar with retail concepts and be conscious of service quality issues. The study aimed to measure youth perceptions of service quality of large food retailers in line with the dimensions of the Retail Service Quality Scale (RSQS). An online survey was employed via the university’s intranet to where the youth customers were requested to rate their service quality perceptions of a large food retailer they frequented the most and to highlight areas of service quality that required attention. The results were generally neutral, large food retailers were generally perceived as fairly providing quality service in some areas, though in other areas not so successful. The findings reveal that youth significantly felt personal interaction and physical aspects of the retailer was the most important service quality determinant. In particular, convenient shopping was paramount; and thereafter quality goods and services offered by the retailer. The study further showed that youth favoured service quality offered by retailers over the price of goods and services. Therefore, youth would remain loyal to their food retailers that provide satisfactory levels of service quality even if their prices were higher than their competitors’ prices. Retailers that want to attract youth would need to improve the reliability dimension, which includes stock availability, and the service process relating to paying. The literature and the data collected provided the researcher with the opportunity to explore youth perceptions of service quality of food retailers in the Cape Metropolis.
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Nkhabutlane, Pulane. "The quality attributes of South African rabbit meat and consumer attitudes towards it." Thesis, Stellenbosch : Stellenbosch University, 2004. http://hdl.handle.net/10019.1/50174.
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Thesis (MA)--Stellenbosch University, 2004.ENGLISH ABSTRACT: Meat processing industries in South Africa are faced with the challenge to produce a variety of white meats. This is due to the fact that consumers tend to consume less red meat and more chicken and pork that are perceived to be healthier due to the negative publicity surrounding red meat and health. The nutritional emphasis is on leaner carcasses and an increase in the consumption of polyunsaturated fatty acids while reducing the ratio of n-6:n-3 polyunsaturated fats in the diet. Another way in which this can be achieved is through introducing rabbit meat which has low fat, low cholesterol content and high protein content, while displaying a positive fatty acid profile. Carcass quality and meat quality in rabbits may to a large extent be affected by age of slaughter and type of breed. This study had a dual purpose. Firstly it aimed at quantifying the effects of breed and age on parameters pertaining to carcass quality and meat quality of commercial rabbits, namely California breed and hybrid (California x Dutch red). Secondly, to determine the differences between ethnic groups on their perceptions towards rabbit meat, thereby providing information on its marketing potential. To accomplish the first objective 50 rabbits from the two breeds were housed in individual cages, weighed on weekly basis and fed ad libitum. The rabbits were slaughtered at 9, 11, 13, 15 and 17 weeks of age (n=5 from each breed). For the second objective the perceptions of three ethnic groups on factors affecting consumers' choice of rabbit meat were determined through a structured questionnaire. The questionnaire was tested for validity beforehand. There was no significant difference between the two breeds regarding body weight, feed intake, carcass weight and drip loss. The California breed had a higher dressing percentage (53.7%) and meat yield (29.2%) compared to the hybrid (52.5% and 27.5% respectively). Age treatments showed a highly significant difference on all parameters investigated. Increasing the age proportionately increased the amount of fat, while the moisture content decreased. The California breed exhibited higher percentages of fat compared to the hybrid at all ages of treatment. California breed contained more phosphorus, magnesium and zinc as opposed to the hybrid, the only exception being copper, where the hybrid had higher concentrations. The total fatty acid (169.2 mg/100 g) of the California breed was higher than that of the hybrid (133.5 mg/100 g). As a result there were more saturated fatty acids (55.4 mg/100 g) and monounsaturated fatty acids (62.3 mg/100 g) in the California breed than in the hybrid (44.2 and 45.6 mg/100 g respectively). Both breeds had 67% unsaturated fatty acids. Although there was no significant difference between the P:S ratio of the two rabbit breeds, the values obtained were higher (+0.9) than the value of 0.7. This is an indication that the rabbit meat contains a P:S ratio that could be considered very desirable. The n-6:n-3 ratio for both breeds were high (11.6 for California and 12.7 for hybrid). The cholesterol and amino acid profile of the two breeds were not affected by the type of breed. The consumer survey indicated that 52% (n=158) of respondents had never eaten rabbit meat before due to reasons such as scarcity, lack of knowledge about the meat, associating rabbits with pets and cultural constraints. Nevertheless, 57% of these people were optimistic about eating rabbit meat. In addition, having eaten rabbit meat before seemed to contribute positively towards acceptance of rabbit meat. Generally, respondents preferred purchasing rabbit meat in portions as opposed to live or whole carcasses. Their decision to purchase rabbit meat was firstly driven by price, thereafter freshness, leanness and tenderness of meat. The respondents expect to buy rabbit meat at a price lower than that of chicken. Rabbit meat contained low sodium and high proportion polyunsaturated fatty acids-some of the most important food attributes required to maintain and improve health. However, most of the respondents in this study were not familiar with the positive attributes of rabbit meat and need to be taught the benefits of this product.
AFRIKAANSE OPSOMMING: In Suid Afrika is daar 'n uitdaging vir die vleisproduserende voedselindustrieë om 'n verskeidenheid witvleis te bemark. Dit word toegeskryf aan die feit dat verbruikers minder rooi vleis as hoender en vark eet wat as meer gesond beskou word weens die negatiewe publisiteit wat geassosieer word met rooivleis en gesondheid. Die voedingsfokus is op maerder karkasse, groter inname van polionversadigde vetsure, en 'n vermindering in die verhouding n-6:n-3 poli-onversadigde vetsure in die dieet. Een van die maniere waarop dit gedoen kan word, is die bekendstelling van konynvleis wat gekenmerk word deur lae vetinhoud, lae cholesterolinhoud en 'n hoë proteïninhoud, en 'n positiewe vetsuurprofiel. Karkas- en vleiskwaliteit van konyne word tot 'n groot mate geaffekteer deur ouderdom van slagting en die ras. Hierdie studie het 'n tweeledige doel. Eerstens mik dit na die kwantifisering van die effek van ras en ouderdom op die parameters wat met karkas- en vleiskwaliteit van die Kaliforniese ras en die kruisgeteëlde ras (Kaliforniese X Hollandse rooi) verband hou. Tweedens, om die verskille in etniese groepe vas te stel met betrekking tot hulle persepsies van die faktore wat hulle keuse van konynvleis beïnvloed, en op dié wyse inligting te verkry t.o.v die bemarkingspotensiaal daarvan. Om in die eerste doelwit te slaag is 50 konyne van die twee rasse in individuele hokke gehuisves, op 'n weeklikse basis geweeg en ad libitum gevoer. Die konyne was geslag op 9, 11, 13, 15 en 17 weke (n=5 vir elke ras). Vir die tweede doelwit, is die persepsies van drie etniese groepe oor die faktore wat die verbruikerskeuse van konynvleis kan bepaal, m.b.v. 'n gestruktureerde vraelys bepaal. Die vraelys is vooraf vir geldigheid evalueer. Daar was geen beduidende verskil tussen die twee rasse wat betref liggaamsmassa, voedselinname, karkasgewig en dripverlies nie. Die Kaliforniese ras het 'n hoër uitslag-persentasie (53.7%) en vleisopbrengs (29,2%) in vergelyking met die kruisgeteëlde ras (52.5% en 27.5% respektiewelik) gehad. Ouderdom het hoogsbeduidende verskille op al die parameters wat ondersoek was, getoon. Die toename in ouderdom was gepaardgaande met proporsionele toename in karkasvet en afname in vog. Die Kaliforniese ras het, by alle ouderdomsbehandelings, in vergelyking met die kruisgeteëlde ras, 'n hoër persentasie vet opgelewer. Die Kaliforniese ras het teenoor die kruisgeteëlde ras hoër fosfor, magnesium en sink bevat. Die uitsondering was koper waar die kruisgeteëlde ras 'n hoër waarde gehad het. Die totale vetsure vir die Kaliforniese ras (169.2 mg/100 g) was hoër as vir die kruisgeteëlde ras (133.5 mg/100 g). Om dié rede was daar in die Kaliforniese ras meer versadigde vetsure (55.4 mg/100 g) en monoonversadigde vetsure (62.3 mg/100 g) as vir die kruisgeteëlde ras (44.2 mg/100 g en 45.6 mg/100g onderskeidelik). Beide rasse het 67% onversadigde vetsure gehad. Hoewel daar geen beduidende verskille was in die polionversadigde:versadigde (P:V) verhouding nie, was die waardes hoër (+0.9) as die 0.7 wat aanbeveel word. Die n-6:n-3 verhouding vir beide rasse was hoog (11.6 vir die Kaliforniese ras en 12.7 vir die kruisgeteëlde ras). Die cholesterol- en die aminosuurprofiel was nie deur die ras beïnvloed nie. Die verbruikersnavorsing het getoon dat 52% (n=158) van die respondente om verskeie redes nog nie konynvleis geëet het nie, weens redes soos onverkrygbaarheid, gebrekkige kennis van die vleis, die assosiasie van konyne met troeteldiere en kulturele beperkinge. Desnieteenstaande is daar 57% van die respondente wat optimisties is oor die eet van konynvleis. Die eet van konynvleis by vorige geleenthede het bygedra tot die positiewe aanvaarding van konynvleis. Oor die algemeen het die respondente verkies om konynvleis in porsies te koop, in plaas van lewendig of heel karkasse. Die besluit om konynvleis te koop, is hoofsaaklik gedryf deur prys, daarna deur varsheid, maerheid en sagtheid van die vleis. Die respondente verwag dat die prys vir konynvleis laer sal wees as vir hoender. Konynvleis bevat lae natrium en 'n hoë verhouding poli-onversadigde vetsure - van die mees belangrike voedingeienskappe om gesondheid te handhaaf en te verbeter. Ongelukkig was meeste van die respondente in hierdie studie nie vertroud met die positiewe eienskappe van konynvleis nie, en moet hulle geleer word deur middel van omvattende bemarkingsaksies van die voordele van hierdie produk.
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Winder, Adelle, and Oehler Victoria Sverdrup. "Slow your consumers down : A quantitative study on which aspects affect consumer satisfaction within the fashion industry." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-48429.
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Tlhong, Tumelo Maud. "Meat quality of raw and processed guinea fowl (Numeda meleagris)." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/1898.
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Thesis (MSc (Consumer Science)--Stellenbosch University, 2008.The purpose of this study was to investigate the chemical composition mineral and cholesterol content of the different cuts (breast, drumstick and thigh) of raw guinea fowl meat. The study also aimed at establishing the effect of cooking method on guinea fowl quality attributes by investigating the effect of different cooking methods on the chemical composition and sensory attributes of the different cuts. The effect of injecting a brine solution on the chemical composition and sensory attributes were also investigated. There were no differences in terms of moisture content of the various cuts raw guinea fowl meat The breast had significantly higher protein content when compared to drumstick and thigh (P<0.05). The fat content was similar for all the cuts (P>0.05). Whilst the drumstick had significantly the lowest value for ash content when compared to the thigh. Saturated fatty acids (SFAs) and total unsaturated fatty acids (TUFAs) were not different (P>0.05) in all the cuts. Drumstick had significantly higher monounsaturated fatty acids compared to other cuts (P<0.05), and it had the highest polyunsaturated fatty acids (P<0.05). The breast had the lowest (P<0.05) n-6 fatty acid value (44.25) and had relatively the lowest Polyunsaturated:Saturated (P:S) fatty acid ratio of 1.74 when compared to the other cuts. High n-6:n-3 ratios, ranging from 7.05 to 16.58, were also found in all the cuts. Cholesterol was lowest (P<0.05) in the breast. Seventeen amino acids were found, including the eight of the nine essential amino acids. Significant differences were found in amino acid values for the different cuts. Values of iron were significantly higher in the drumstick and thigh cuts (P<0.05), whilst drumstick had the highest zinc content of all the cuts (P<0.05). On investigating the effect of three cooking methods (baking-bag, foil-wrap, open-roasting at 140ºC for 65 minutes) on the chemical composition, the open-roasting method produced higher moisture content (P<0.05) consistently for all cuts, with the breast having the highest and the drumstick the lowest (P<0.05). The moisture content of the baking-bag method on the other hand was consistently the lowest (P>0.05). This effect was significant for the breast, which had lost the most moisture (P<0.05). The baking-bag method consistently resulted in a higher protein content, which is attributed to the higher moisture loss (P<0.05) in comparison with the other methods, resulting in a more concentrated product. With regard to the fat content no effect resulting from the cooking methods could be observed (P>0.05), but the cuts’ natural fat content was reflected especially in the open–roasting method (P<0.05) giving further support to the understanding that the open-roasting method indeed made the least inroads on the chemical composition of guinea fowl meat under these restraints: controlled for cooking time and temperature, internal temperature not controlled. All the cuts cooked according to all the methods, had the favourable >0.4 Polyunsaturated:Saturated fatty acids (P:S) ratio, ranging from 0.91 to 1.42 between cuts and treatments. The n-6:n-3 ratio was below the recommended beneficial value, namely <4:1, in all the cuts irrespective of all the cooking methods, ranging from 2.47 to 3.08. The study of the effect of the three cooking methods (baking-bag, foil-wrap and open-roast) on the sensory attributes of the breast meat revealed that aroma-intensity of the three cooking treatments did not differ significantly (P>0.05). Foil-wrap produced a more tender and juicier product (P<0.05), while, when using the baking-bag method, values for flavour decreased (P<0.05). It is proposed that a higher internal temperature (which was not controlled) was attained when using the baking-bag method (temperature and time controlled) resulting in loss of volatile flavour components. The effect of the three cooking methods (baking-bag, foil-wrap and open-roast) on the proximate composition (moisture, protein, fat and ash) of raw and cooked breast meat was investigated. As anticipated raw breast meat had higher moisture content (74.55%, P<0.05) than the cooked cuts, with open-roasting showing the highest (68.55%) value and foil-wrap close second (68.12%). These values differed significantly from the baking-bag method (66.06%, P<0.05). An investigation on the effect of brine infusion on the sensory attributes and chemical composition (proximate and fatty acid composition, and mineral content) of breast meat, baked in foil-wrap, was carried out using descriptive sensory analysis with the injected breast and the control as variable. There were no significant differences (P>0.05) between the injected and the control samples for any of the sensory attributes of aroma, tenderness, initial juiciness, sustained juiciness and flavour. Judge:treatment variations were observed for all the attributes, and samples differed for all attributes except for aroma. It is proposed that the use of the hand injector could not effectively distribute the brine solution, hence the recommendation to repeat the experiment using an electronic multineedle-injector. No effect was observed for the proximate composition (P>0.05). Further research pertaining to cooking methods of meat of free-range guinea fowl is recommended to address certain issues that have been highlighted.
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Bowbrick, Peter. "A critique of Lancaster's approach to the economics of quality : an agricultural economics approach." Thesis, Brunel University, 1994. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.239098.
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Mercio, Thomaz Zara. "O comportamento do consumidor de carne ovina e sua percepção de qualidade por meio de pistas e atributos." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2013. http://hdl.handle.net/10183/76843.
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O objetivo do presente trabalho foi analisar o comportamento do consumidor de carne ovina considerando a percepção de qualidade através das pistas e atributos de qualidade. Foram utilizados dois métodos de entrevistas: presencial com consumidores de uma loja especializada em carnes na cidade de Porto Alegre, Estado do Rio Grande do Sul, e questionários online. Ao total, foram entrevistadas 207 pessoas, sendo que 100 responderam o questionário no formato presencial e 107 no formato online. O questionário aplicado nas entrevistas foi classificado como estruturado e possuía cinco partes. A primeira, relacionada ao hábito de consumo de carnes de uma maneira em geral, a segunda parte, ao hábito de consumo da carne ovina, a terceira, relacionada ao hábito de consumo dos compradores de carne ovina, a quarta parte, sobre os estilos de vida dos entrevistados e a quinta e última referente a características sóciodemográficas. A terceira parte era apenas respondida por aqueles consumidores que também eram compradores de carne ovina. A análise estatística foi realizada por meio do software Standards Aligned System SAS/STAT 9.2, a partir do procedimento GLIMMIX (GLMM) (SAS, 2008). Inicialmente foi feita uma distribuição de frequência dos dados obtidos e posteriormente, foi analisada a possibilidade da formação de Clusters. Para a caracterização e melhor descrição de cada cluster utilizou-se a Análise Discriminante (STEPDISC), porém a estatística mostrou que não havia o nível de confiança suficiente para a formação de clusters. Na continuação da análise, foi realizada uma correspondência (The CORRESP procedure) e por último uma regressão estatística entre as variáveis, frequência de consumo e faixa etária, correlacionando a informação com as perguntas relacionadas aos atributos de qualidade. Os resultados obtidos demonstram uma tendência da carne ovina ser consumida pelo sexo masculino. No momento da compra, os homens e aqueles entrevistados que se encontraram na faixa etária de 31 a 40 anos possuíam maior disposição em participar na compra de carnes. As pistas de qualidade mais importantes nos atributos de busca em relação à frequência de consumo foram a cor e a gordura externa, e as que foram consideradas de mais baixa importância foram a marca e a propaganda. Nos atributos de confiança, a origem e a categoria do animal foram as mais importantes em relação à frequência de consumo. A influência da idade na percepção dos atributos de busca segue o mesmo comportamento da frequência de consumo, destacando que a gordura possui uma importância maior nas faixas etárias mais jovens. No caso dos consumidores com mais idade, estes dão maior importância para a embalagem e para as variedades de cortes. No atributo de confiança, as quatro pistas de qualidade possuíram maior importância para os consumidores mais jovens e as pistas de experiência seguem o mesmo comportamento.The aim of this study was to analyze the consumer behavior of lamb meet considering the perception of quality cues and its quality attributes. Two interview methods were used: face-to-face interviews with consumers of a butcher boutique located in the city of Porto Alegre, state of Rio Grande do Sul, and online questionnaires. In total, 207 people were interviewed in which 100 people answered the face-to-face questionnaire and a 107 the online questionnaire. The questionnaire applied in the interviews is classified as structured and owns five chapters. The first one related to the habits of meat consume in a general way, the second chapter, considers the habits of lamb meat consume, the third chapter, regards the habits of lamb consume buyers, the fourth chapter, investigates about interviewers lifestyle and the fifth and last chapter refers to socio demographic characteristics. The third chapter was only answered by those consumers who actually were also buyers of lamb meet. The statistical analysis was performed using the Standards Aligned System software SAS / STAT 9.2, The GLIMMIX Procedure (GLMM) (SAS, 2008). Initially, a frequency distribution of data obtained was made and subsequently the possibility of forming clusters analyzed. To better characterize and descript clusters the Discriminant Analysis (STEPDISC) was used, however, statistical shows there was no sufficient confidence level for the formation of clusters. In further analysis, we performed a data correspondence (The CORRESP procedure) and finally a statistic regression between variables, frequency of meat consumes and age group, correlating the information with the questioning related to the quality attributes. The results show that there is a trend in lamb consume that are higher between male sex representatives. At the specific moment of purchase, men and those respondents who are within the age group of 31 to 40 years have a higher willingness to participate in the purchase of meat. The quality cues most important in search quality attributes regarding the frequency of consumption were the color and external fat and those considered of lower importance were branding and advertising. In confidence attributes, origin and animal category were the most important in relation to the frequency of consumption. The influence of age in the perception of search attributes follows the same behavior of frequency of use, highlighting that fat having a great importance within the younger age groups. For older consumers, the packaging and to the varieties of cuts have greater importance. When analyzing confidence attributes, the four quality cues are the ones with greater importance to youngest consumers group and the experience cues follows the same behavior.
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MacGregor, Elizabeth. "The development and evaluation of measurements on spaghetti with diverse quality characteristics." Thesis, Stellenbosch : University of Stellenbosch, 2005. http://hdl.handle.net/10019.1/16613.
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Thesis (MSc)--University of Stellenbosch, 2005.ENGLISH ABSTRACT: Pasta manufacturing is a process whereby wheat flour is converted into a shelf-stable food that is more desirable than native wheat flour. It can be fortified and may serve as a valuable source of nutrition in developing countries. Quality measures are of importance in the production process to ensure a consistent and acceptable finished product. Literature provides information on many aspects of wheat types, milling techniques and processing of pasta. Protein content and quality of cultivated wheat varieties is of major importance to produce quality pasta products. Wheat types of lower protein content are more readily available than traditionally used durum wheat. As in all food products, the cost of final products is of major importance. Bread wheat is generally less expensive than durum wheat. However, product quality (and thus acceptability) may be lower. Direct measurements of product quality are currently limited to protein content, moisture content, colour analyses and certain other characteristics measurable in a laboratory, for example mechanical strength and firmness. Direct measurements of defects that may affect final product quality, such as cracks and fissures on the strands of spaghetti, different types of spots and lines on the strands, broken units, units sticking together and odd shapes are not well documented. During the first part of this study, spaghetti quality evaluation techniques were reviewed, improved or developed and thereafter standardised. This developmental research was conducted to establish valid and reliable measures (with a high degree of repeatability) for the evaluation of dry and cooked pasta quality characteristics. A wide variety of available products on the South African market were evaluated for different quality characteristics. From this evaluation standards were drawn up, tested for validity and reliability by means of repeatability. Minimum sample sizes for the evaluation of different quality characteristics were calculated and presented in the study, together with reference photographs that can be used to evaluate spaghetti. This study found that colour evaluation by means of commercially available apparatus needs revision. This study suggests the use of multiple layers when evaluating translucent food products for colour. The occurrence of fissures and flour spots are of importance for the quality of the final product. This study provides a set of valid and reliable measurements for measuring the quality of dry and cooked spaghetti. Simple techniques can therefore be used to detect the presence or absence of these defects. Thereafter an empirical study was conducted to describe the differences between spaghetti prepared from durum and non-durum wheat, dried at different temperatures and at different relative humidity. Spaghetti samples of diverse perceived quality, from different manufacturers, were purchased and evaluated. Standard methods and the newly developed testing methods were used to test whether these methods effectively distinguish between spaghetti of diverse quality, reflecting on the validity of the methods. Correlations were calculated between dependent and independent variables in an attempt to find possible explanations for certain defects or quality differences, and to test certain theories in the literature. Certain relationships between quality characteristics were found, while others were questioned. The most important proven relationships were between protein content and its effects on reducing quality defects such as fissures, breakages and cooking losses. The relationship between ash content and spaghetti colour could not be confirmed in this study. This study confirmed that protein remains one of the most important variables to ensure consistent quality spaghetti.
AFRIKAANSE OPSOMMING: Pastavervaardiging is ‘n proses waartydens koring meel omskep word in a produk met ‘n stabiele en lang rakleeftyd wat meer gewens is as die oorspronklike koring meel. Pasta kan gefortifiseer word and kan dien as a waardevolle voedingsbron in ontwikkelende lande. Om ‘n konstante en aanvaarbaare finale produk te verseker is kwaliteitmetings gedurende die produksie proses belangrik. Die literatuur voorsien heelwat inligting rakende aspekte van belang vir pastakwaliteit, byvoorbeeld koringtipes, maaltegnieke en die vervaardigingsproses. Proteïninhoud en die kwaliteit daarvan is van groot belang tydens die produksie van hoë kwaliteit pasta. Koringtipes met ‘n laer proteïninhoud is meer geredelik beskikbaar as tradisionele durumkoring. Soos met alle voedselprodukte, is die koste van die finale produk van groot belang. Oor die algemeen verhandel broodkoring teen laer pryse as durumkoring. Die produkkwaliteit en aanvaarbaarheid van pasta vervaardig van broodkoring kan egter laer wees as dié van durumkoring. Direkte metings van produkkwalitiet is tans beperk tot proteïninhoud, voginhoud, kleuranalise en sekere eienskappe meetbaar in ‘n laboratorium, byvoorbeeld meganiese sterkte en fermheid. Die direkte meting van defekte wat finale produkkwaliteit kan beïnvloed, byvoorbeeld barste, krake, meel kolletjies, strepe op spaghetti-eenhede, gebreekte eenhede, eenhede wat aan mekaar kleef en ongewone vorms, is nie goed gedokumenteer nie. Gedurende die eerste gedeelte van hierdie studie, is ‘n oorsig van spaghetti evaluasie tegnieke beskikbaar in die literatuur gdoen, waarna sekeres verbeter is, ander ontwikkel is en finaal gestandariseer is. Hierdie navorsing is uitgevoer om geldige en betroubare metings (met ‘n hoë graad van herhaalbaarheid) vir die evaluasie van droë- en gaar pastakwalitietseienskappe vas te stel. ‘n Wye verskeidenheid van produkte beskikbaar op die Suid-Afrikaanse mark is ge-evalueer ten opsigte van verskillende kwaliteitseienskappe. Vanuit hierdie evaluasies is standaarde saamgestel en getoets vir geldigheid en betroubaarheid deur middel van herhaalbaarheid. ‘n Minimum steekproefgrootte per kwaliteitseienskap is bereken en word vermeld in hierdie studie. Daarmeesaam word verwysingsfoto’s aangebied wat gebruik kan word tydens die evaluasie van spaghetti. Hierdie studie bied a stel geldige en betroubare meting vir die kwaliteit van droe en gaan spaghetti. Eenvoudige tegnieke kan dus gebruik word om die voorkoms van hierdie defekte te meet. Met afloop van die verkennende studie, is ‘n empiriese studie gedoen om die verskille te beskryf tussen pasta vervaardig van durum en brood koring, gedroog teen verskillende temperature en relatiewe humiditeit. Spaghettimonsters met oënskynlike diverse kwaliteit, vervaardig deur verskillende maatskappye, is aangekoop en ge-evalueer. Standaardmetings en nuutontwerpte metings is gebruik om te bevestig of die metings kan onderskei tussen spaghetti met uiteenlopende kwaliteit, wat reflekteer op die geldigheid van die metingsmetodes. Korrelasies is bereken tussen afhanklike en onafhanklike veranderlikes in ‘n poging om moontlike verklarings vir sekere defekte of kwaliteitsverskille te vind, en ook om sekere teoriëe in die literatuur te toets. Die verband tussen sekere kwaliteitseienskappe is bevestig en bewys, terwyl ander bevraagteken was. Die mees belangrike verband was proteïninhoud en die effek daarvan om die voorkoms van defekte, soos barste, gebreekte eenhede en kookverliese te verlaag. Die verband tussen asinhoud en spaghettikleur kon nie in hierdie studie bevestig word nie. Hierdie studie het bevestig dat proteïn die mees belangrike veranderlike is wat oorweeg moet word wanneer ‘n konstante hoë kwaliteit spaghettiproduk vervaardig word. Kleurevaluasie met behulp van kommersieel-beskikbare apparaat vereis hersiening. Hierdie studie stel voor dat tydens kleur evaluasie van voedsel wat lig deurlaatbaar is, dit in veelvoudige lae evalueer moet word. Die voorkoms van defekte soos barste, krake of meel kolletjies is van belang ten opsigte van finale produkkwaliteit. Hierdie studie bied riglyne vir die evaluasie van die genoemde defekte. Die voorkoms van hierdie defekte is van groter belang as die graad waarteen die defek voorkom. Eenvoudige tegnieke kan vervolgens gebruik word om die teenwoordigheid of afwesigheid van hierdie defekte te bepaal.
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Grewal, Dhruv. "The effect of intrinsic, extrinsic cues and reference prices on buyers' perceptions of quality and value." Diss., Virginia Polytechnic Institute and State University, 1989. http://hdl.handle.net/10919/54785.
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This dissertation research synthesizes knowledge from consumer behavior, psychology and applied economics to address a fundamental issue in marketing regarding how buyers evaluate products. Classical economic theory has assumed that buyers have perfect information about products and prices and that buyers are capable of processing this information. However, in reality, buyers face an increasingly complex marketplace with numerous products, incomplete and imperfect information, and a limited capability of processing this information. Hence, this complex market place creates an uncertain environment in which buyers have to make purchase decisions. To reduce uncertainty, buyers tend to use available information cues to make inferences about the products being evaluated. Among these cues are the product’s price, reference price (e.g., price last paid, advertised reference price), and certain attributes intrinsic to the product.
The research question addressed in this dissertation is, “how do information cues affect buyers’ product evaluations, behavioral intentions and price estimates?”
Conceptually, this research develops a model incorporating the research objectives by describing how buyers select specific information cues, evaluate them, and arrive at an overall assessment of the value or worth of the product to them. Specifically, the model proposes that the price cue is used both as an indicator of product quality as well as an indicator of monetary sacrifice. It is proposed that buyers initially trade-off these opposite indicators to make an assessment of the value of acquiring the product. However, complicating this model is the notion that some product attributes produce benefits quite apart from quality, and that some price offers represent a short-term deal or bargain. Since buyers are assumed to have an internal reference price that may be used to evaluate a price offer, additional value, called transaction value, may be perceived if the offer price is below this reference price. Further, additional value may occur because, intrinsic attributes of the product may provide additional benefits. Furthermore, the model conceptualizes that the perceived value of the offer has a positive effect on buyers purchase intentions and the greater the transaction value, the less their search intention for a lower price. The model proposes specific linkages between these variables and suggests a process of how buyers evaluate product alternatives.
To test this model and its propositions, an experiment was conducted. Respondents evaluated a 35mm compact camera given variations in the amount and type of information available for this evaluation. To enhance the reliability of the measures and manipulations, multiple items were used to measure the theoretical constructs. Because of the laboratory setting for the research, emphasis was placed on the precision and control of the procedures and on maximizing the internal validity of the study. A confirmatory factor analytical computer program was used to assess the measurement properties of the scales. Certain relationships were tested utilizing analysis of variance procedures and contrast analysis. The structural model specifying the causal relationships among the variables was analyzed using LISREL VI (a linear structural equation computer analytic program). The LISREL output statistics provided parameter coefficients for the individual relationships, as well as goodness-of-fit of the structural/causal model.
The results of this research contribute to our understanding of the way imperfect information affects the efficiency of market operations. Understanding how buyers utilize imperfect information to make economic evaluations provides important information on how they make actual purchase decisions. Additionally, it provides information of how price offers affect buyers’ buyers’ product evaluation and purchase intention. Such knowledge will be useful to managers.Ph. D.
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Fang, Chih-hsiung, and 方志雄. "A Study on Service Quality, Consumer Satisfaction, and Consumer Loyalty of Travel Agencies - The Perspective of Elderly Consumers." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/76033611029311609362.
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碩士國立中山大學
高階經營碩士班
104
Up to present, many scholars do researches into the motivation of Taiwanese participating in tourism. The senior’s travelling research is increasingly important, however, there is a lack of research in this field. Therefore, this thesis will do an empirical research of senior’s travelling market into three mainly part: the evaluation of service quality, customer satisfaction and customer loyalty degree. The research method will adopt questionnaires. The receptionists hand out the questionnaires to customers and collect them all. The main purpose is two topics. 1. The questionnaire surveys the relationship between three part of quality of service (reliability, politeness, and expertise) and the customer satisfaction. 2. The questionnaire surveys the relationship between three part of the satisfaction of travel agency (the receptions, hardware and environment of company, and the value-added of case company) and the customer loyalty. The results found the relationship between service quality and customer satisfaction had highly positive correlation. The service satisfaction and customer loyalty had highly positive correlation. The research provides specific recommendations and instructions for case company’s service according to the result.
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Huang, Yu-Li, and 黃有利. "Aesthetic Marketing, Perceived Quality and Consumer Purchase Intention." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/60487245353750137715.
Full textAbstract:
碩士中國文化大學
企業實務管理數位學習碩士在職專班
100
Today's environment can be said that the multi-media, multi-channel, multi-perception, pluralistic era, innovation, design, aesthetics as an important element of the product. Civilization and standard of living to enhance the aesthetic requirements of the consumer marketing activities for the total has been increasing, and the advent of the era of the aesthetic economy, means that the people-oriented aesthetic marketing, change people's consumption patterns, but also to reshape the aesthetic values of the people . This study was to explore the aesthetic marketing, the relationship between per-ceived quality and purchase intention by reference to the literature and logical reasoning, has considerable influence in each other. The purpose of this study to explore the impact of aesthetic marketing on consumer purchase intention, and to further explore whether the perceived quality mediated the relationship between two variables. Research em-ployed the survey method, and research through a questionnaire to collect information. Home accessories retail consumers in this study. Issued a total of 450 questionnaires, a total of valid questionnaires was 423. The results show that, under the control variables such as age, disposable income, the aesthetics of style, sensibility, innovative marketing and perceived quality have a significant positive effect on a significant positive impact on consumer purchase intention. Also. In addition, aesthetic marketing through the in-termediary of the perceived quality relationship for consumer purchase intention is also a significant positive impact. Finally, according to the results of this study, the meaning of practical and theoretical strategies and follow-up academic research proposal.
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Yu, Fu-Kai, and 游富凱. "Measuring consumer perception of E-sevice quality variability." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/96349221091380245278.
Full textAbstract:
碩士元智大學
企業管理學系
97
There are four characteristics of service: intangibility, inseparability, perishability and variability. One of the Service characteristics is “variability” that talks about because traditional service provided by people so that service quality can’t have a consistent performance. On the other hand, E-service has the standard process and rule to provide service to customer. So whether the service variability still exit in E-service and how to measure it that is our motivation in this research. According to the literature review, expert’s suggestion and interviews，we set out the dimensions and initially questionnaire. After Exploratory factor analysis and Confirmatory factory analysis, the scale of E-service quality variability is composed of 7 dimensions and 20 questions. The seven dimensions are “Information Accuracy”, “Information Completeness”, “Website System Stability”, “Data Transfer”, “Product Quality”,“ Speed of Product Delivery ”and“ Damage in Transit”. The scale also has good reliability and validity.
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HSIAO, YU-CHU, and 蕭友筑. "Website Quality, Flow, Normative Evaluation, and Consumer Impulsiveness Impact on Consumer Impulse Buying Urgency." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/11143069020339144734.
Full textAbstract:
碩士國立屏東大學
國際貿易學系碩士班
105
In spite of the popularity of mobile shopping, extant research on consumer impulsiveness and urge to impulse buying is limited. This study examined the relationship among mobile shopping platforms, flow, consumer impulsiveness, normative evaluation and urge to impulsive buying. Through questionnaire survey, this study collected 274 valid responses who have ever experienced mobile shopping to test the hypotheses by SmartPLS 2.0. The result of PLS (partial least squares) showed that: (1) website quality has a positive impact on consumer’s flow; (2) consumer’s flow has a positive impact on consumer impulses; (3) consumer impulse and normative evaluation have a positive impact on the urgency of buying; (4) the quality of the website has no obvious positive impact to the urgency of buying; (5) the consumer's flow has no obvious positive impact to the urgency of buying; (6) consumer impulse has no obvious positive impact to normative evaluation. The findings provide several significant implications and suggestions for marketing strategy and managerial practice.
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LAI, YA-WEI, and 賴亞瑋. "The research of Consumer Participation, service quality and consumer satisfaction in the hairdressing industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/77653728334142108772.
Full textAbstract:
碩士環球科技大學
中小企業經營策略管理研究所
100
This study aims at exploring the consumer participation, service quality and consumer satisfaction in the hairdressing industry. After collecting and summarizing related literature, it looks into the influence consumer participation and service quality might have on consumer satisfaction during the professional services of the hairdressing industry. It then examines the differences of consumer participation, service quality and consumer satisfaction within the hairdressing industry with different background variables, analyzing and discussing the different influence of consumer participation and service quality that different consumption behaviors have on consumer satisfaction, personal traits, interpersonal relationships and technical creativity. It discusses then the correlation of consumer participation, service quality and consumer satisfaction of consumers in the hairdressing industry. Lastly, it analyzes the influence of consumer participation and service quality on consumer satisfaction in the hairdressing industry. To achieve the above-stated goals, surveys were conducted using convenience sampling. A total of 800 questionnaires were issued and 510 questionnaires were valid, response rate 63.8%. Valid questionnaires were coded for statistical analysis. Descriptive statistics, t Test, one-way analysis of variance, correlation analysis and regression analysis were used to analyze the data. The study results are as the following: Overall, consumer participation, service quality and consumer satisfaction are shown to have significant impacts on one another. Second, consumer participation and service quality show a positive correlation with consumer satisfaction, indicating that consumer participation and service quality are closely related to consumer satisfaction. The regression analysis discovers also consumer participation, service quality and consumer satisfaction all have significant impacts. Based on the study results, business owners in the hairdressing industry should enhance service quality and customer satisfaction, create consumer participation and cultivate quality service personnel in order to be more competitive in the industry. Business owners and hairdressers should improve service quality and service attitude, focusing on how to capture the hearts of customers, treat them kind and eventually become good friends with them in this competitive environment. Business owners should seek innovation and change, as most consumers are amused with the new and bored with the old. Designers and hairdressers should continue to accept new knowledge and new skills on an technical level, charge themselves any time they need to, as being on the cutting-edge of the hairdressing industry is necessary to be the leading the hairdressing industry.
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Dasbach, Erik J. "Consumer-oriented measures of health-related quality of life." 1991. http://catalog.hathitrust.org/api/volumes/oclc/25662791.html.
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Thesis (Ph. D.)--University of Wisconsin--Madison, 1991.Typescript. Vita. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 131-139).
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Chen, Ying. "Consumer Correction Behavior: Involvement, Argument Quality, and Source Effects." 2008. http://www.cetd.com.tw/ec/thesisdetail.aspx?etdun=U0001-1107200820375200.
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Chen, Ying, and 陳穎. "Consumer Correction Behavior: Involvement, Argument Quality, and Source Effects." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/24844250239700578396.
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碩士國立臺灣大學
商學研究所
96
The current research aims to examine how consumers correct their product attitudes when the advertised product is advocated by a favorable endorser. It is predicted that the correction behavior is built on a complicated mechanism co-operated by factors of involvement, argument quality, source-product relevance, and source-favorability. Highly involvement consumers treat source as one argument as well, and when other persuasive arguments are not sufficient to form product attitudes, they will focus on processing source. If source-implied arguments are not relevant to the focal product, correction behavior is likely to occur, and a favorable source may generate negative source effects when over-corrected. Results of the current study support this hypothesis.
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LI, CHING-YI, and 李靜怡. "The Study of Consumer Perception of Clean Lable, Knowledge, Perceived Quality, Consumer Attitudes and Purchase Intention." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/e6j3yh.
Full textAbstract:
碩士亞洲大學
經營管理學系碩士在職專班
105
The frequency of food safety incident accompanied by the accleration of the cancer cause the general public to care about what we eat, and unfamiliar additives . Domestics food-related enterprises are also re-planing R&D strategy towards the direction of “clean label” to meet the needs of the public. However,the term is strange to the general public in Taiwn.Therefore the purpose of this study is to learn about the relation of “clean label”knowledge、attitude 、perceived value and purchase intension. The studying using the method of questionnaire survey mainly aims at the general public in Taiwn.There are 458 questionnaires based on the regression analysis.The results shows that: (1) The product knowledge has a great influence on the purchase intension. (2) The perceived value has a great influence on the purchase intension. (3) The consumer`s attitude has a significant impact on the purchase intension. This study shows that the product knowledge 、perceived value and consumer`s attitude towards purchase intension of clean label on the food has a significant relationship.
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LIN, CHAO MING, and 林昭銘. "The Analysis of Service Quality, Consumer Satisfaction and Consumer Loyalty by Dispached and Non-Dispached Staffs." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/7e6y44.
Full textAbstract:
碩士樹德科技大學
經營管理研究所
94
In the contemporary business environment, many enterprises employ dispatchers to cope with the low profit and uncertain investment risk. For enterprises, hiring dispatched workers can provide flexible manpower placement, save labor cost, then promote company competitiveness. The Chinese Telecommunication Company (CTC) employs a lot of dispatched staffs to counteract the competition situation after privatization. These dispatchers provide counter service in many of CTC customer service centers. The purpose of this research is to analyze the differences of service quality, consumer satisfaction and consumer loyalty provided by dispatched and non-dispatched staffs. This paper randomly surveyed CTC consumers in the CTC customer service centers in Tainan where both type of dispatched and non dispatched staffs are employed. The valid sample size is 289. The results of LISREL show that both the assurance and empathy factors of the service quality to consumer satisfaction, empathy to consumer loyalty, and consumer satisfaction to loyalty are significant different between services provided by dispatched and non-dispatched staffs. This paper suggests that dispatched staffs need to enhance their practical experience, professional knowledge, and interpersonal communication skills; and non-dispatched staffs need to improve their data processing skills and service attitudes. Besides, interaction between dispatched and non dispatched staffs is essential for improving the service quality, customer satisfaction and consumer loyalty.
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Yeh, Ming-Che, and 葉名哲. "The Effect of Serivce Quality on Consumer Repurchase Intension-Mediators of Consumer Corporate Indentification and Stickiness." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/2kg59g.
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碩士國立高雄應用科技大學
企業管理系碩士在職專班
106
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Customers Repurchase Intention: A General Structural Equation Model.,European Journal of Marketing.,37(11\12) ,1762. 19. Homburg, C., Wieseke, J.and Hoyer, W.D. (2009), ―Social identity and the service-profit chain, Journal of Marketing, Vol. 73 No. 2, 38-54. 20. Jones , Thomas O . ＆ Earl W. Sasser , Jr . ( 1995 ) . “Why Satisfied Cus tomers Defect , Harvard Business Revi ew, 88-99. 21. Jones, T.0. , & Sasser ,W. E(1995).Why Satisfied Customers Defect? Harvard Business Review. 73(6).88-99 22. Kamins, M. A. and L. J. Marks (1991). "The perception of kosher as a third party certification claim in advertising for familiar and unfamiliar brands." Journal of the Academy of Marketing Science 19(3): 177-18Hellier, Geursen, Carr & Rickard (2003) 23. Kim, C. K., Han, D., &Park, S. B. (2001). The effect of brand personality and brand identification on brand loyalty: Applying the theory of social identification.Japanese Psychological Research,43(4), 195 24. Kotler, P. 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(2005).Impediments to improvements in service quality in luxury hotels. Managing Service Quality, 15(4),pp. 357-373. 42. Selnes, F. (1993). "An examination of the effect of product performance on brand reputation, satisfaction and loyalty." Journal of Product & Brand Management 2(4): 45-60. 43. Simon, H. A. F. p. (1997). Adinistrative Behavior: A Study of Decision-Making Processes in Administrative Organizations. New York 44. Taylor, S. A., and Baker, T. L. (1994), “An Assessment of Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer’s Purchase Intention,” Journal of Retailing, Vol. 70, pp.163-178. 45. Wang, M.C., Jain, M., Cheng, J.M. and Aung, G.K. (2012), ―The purchasing impact of fanidentification and sports sponsorship, Marketing Intelligence and Planning, Vol. 30 No. 5, 553-566. 46. Zeithaml, V. A., Berry, L. L., & Parasuraman, A.,(1996). The Behavioral Consequences of Service Quality, Journal of Marketing, 60(2), 31-46.
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Ou, Ching-Peng, and 歐慶鵬. "The Relationship between Service Quality,Consumer Satiafaction,Trust,and Consumer Loyalty - An Example of A Co.Ltd." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/86295597974772121548.
Full textAbstract:
碩士國立臺北大學
企業管理學系碩士在職專班
95
In the literature we intent to review service quality, consumer satisfaction, trust, and consumer loyalty, and develop influence of service quality to consumer satisfaction, trust, and consumer loyalty. This study uses questionnaire survey for data collection. We survey 340 qualified samples which are drugstores of north, midland, and south which had transacted with A company in Taiwan. Finally, we use structure equation model to test our proposed hypotheses. The results of this study are follows: (1) Service quality positively influences consumer satisfaction; (2) Service quality positively effects on trust; (3) Consumer satisfaction positively influences consumer loyalty; (4) Trust positively effects on consumer loyalty. Besides the findings of the empirical study, conclusions and future research suggestions are also provided. Keywords: Service Quality, Consumer Satisfaction, Trust, Consumer Loyalty
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Manning, Nicola. "Physical, sensory and consumer analysis of pear genotypes among South African consumers and preference of appearance among European consumers." Thesis, 2009. http://hdl.handle.net/10019.1/2442.
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Thesis (Msc Food Sc (Food Science))--University of Stellenbosch, 2009.The aim of this research project was to determine the preference of pear appearance and taste among South African pear consumers using descriptive sensory analysis, consumer preference and physical maturity measurements. The preference of external pear appearance among European consumers was also established. The Agricultural Research Council (ARC) Infruitec-Nietvoorbij, South Africa, aims to breed new cultivars with a local as well as export market potential. They are focused on a range of blushed cultivars from early to late season which do not loose their skin colour. Important eating quality characteristics they are focused on are high sugar content (sweet taste) and a strong pear flavour. Both research studies performed on local South African consumers showed that these objectives align very well with consumer preference. Lightly coloured blushed pears were preferred and important sensory attributes were pear flavour, sweet taste, melt character, juiciness and a soft texture. Sour taste, astringency, mealiness and grittiness were negative attributes. The appearance preference conducted on European consumers determined that these consumers prefer a bright yellow or green colour with a light red or pink blush. Shape played a role and a typical pear shape was preferred. The outcomes of the research performed on local South African consumers were compared to results found internationally. The findings were consistent with important sensory attributes being pear flavour, sweetness and juiciness and yellow or green colours preferred or a light blush was also acceptable. Age and gender did not seem to play a role in the preference analyses. Therefore, preference studies can be conducted locally on new cultivars for the export market. Blushed cultivars are prone to red colour loss in high temperature conditions. Breeding of selections (e.g. ‘Cheeky’) that accumulate more red pigment and are therefore less prone to colour loss has been done to try to overcome this problem. However, these selections are redder and darker in colour and have a lower preference among consumers. A possible solution to this could be to breed light blushed pears (e.g. Rosemarie) but to market the cultivar, as is the case with Cripp’s Pink apples, with separate trademark names for fruit with adequate and inadequate blush development. Thereby, the producers will still receive compensation for their produce if the colour is lost but if not, a higher premium will be received.